• Trains new employees and cross-trains experienced employees in all lines of business and functional areas of claims, membership member and provider services and pharmacy services.
• Includes follow up meetings with trainees after completion of class to monitor their comfort level in performing their job duties.
• Trains staff in applications in one-on-one, classroom, and train-the-trainer settings.
• Participates in the planning and preparation of assigned projects and educational programs.
• Supports health plan-wide implementations of new department, system, and system enhancement training projects.
• Provides retraining opportunities through in-services, policy reviews and refresher courses as needs are identified through the quality review process, team leader requests and as new programs are developed.
• Provides support by updating policies and forms.
• Participates in the implementation work group meetings to develop training materials for new products and processes.
• Maintains training rooms and equipment.
• Trains and mentors new training personnel.
• Develops, conducts and assesses an orientation program for new employees.
• Performs quality audits of trainees claims, membership and member and provider services processing to measure performance during the training period and to assess a trainees readiness to perform their assigned primary and secondary function.
• May participate in reviews of current workflow processes with the purpose of identifying improvements in processes for increased efficiency and accuracy.
• Creates and maintains course content, training materials and documentation that may include educational technology.
• Uses education theory and principles applied to the current health care environment, consults for, designs, and supports implementation of education programs to support training initiatives for health plan wide implementations, system upgrades, enhancements, and maintenance projects.

Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

*Relevant experience may be a combination of related work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years).